Operations Client Relationship Manager AVP

  • Negotiable
  • Jacksonville, FL, USA
  • Permanent, Full time
  • Deutsche Bank - US
  • 22 Apr 19

The OCRM team utilize their cross product market information, in-depth knowledge of Deutsche Bank's infrastructure / contact model and comprehensive knowledge of the client's business to proactively manage the client's needs. OCRM team sits within the Client Analytics and Digital Strategy team and will work across the organization and the client to identify and create operational efficiencies.

Position Overview

Job Title: Operations Client Relationship Manager
Corporate Title: Assistant Vice President
Location: Jacksonville, FL

Overview

The Operations Client Relationship Management (OCRM) team utilize their cross product market information, in-depth knowledge of Deutsche Bank's infrastructure / contact model and comprehensive knowledge of the client's business to proactively manage the client's needs. OCRM team sits within the Client Analytics and Digital Strategy team and will work across the organization and the client to identify and create operational efficiencies.

  • OCRM act as senior escalation point cross product from an issue management perspective to drive resolution
  • OCRM coordinate client specific projects / initiatives, act as a gatekeeper to monitor internal client performance / drive improvements
  • Regular relationship visits to assess operational issues the client may be facing, discuss Market Initiatives, and drive vendor/STP connectivity to identify mutual efficiency opportunities
  • Support Global Markets and act as an escalation contact for the Outreach Team to ensure regulatory compliance of Regulatory Protocols and coordination of Regulatory Remediation Projects (DF, EMIR, and FATCA)
  • Collaborate with Product Areas and Clients in identifying Change requirements for Business re-engineering
  • Take a data driven approach utilizing existing analytics or help to facilitate creation of analytics where required to create professional MIS Reporting

Key Responsibilities:

  • Actively build relationships with clients and gain clear understanding of their needs, where Deutsche Bank differs from market standards
  • Identify recurring problems caused by the Bank's internal process and provide resolution
  • Interact with sales to understand the client trading profile and keep updated on new activity
  • Ensure client has current list of the Bank's operations contacts and that Deutsche Bank in turn, has an updated client contact list
  • Monitor internal metrics and performance against both internal targets and market wide standards
  • Facilitate across the Banks operations and client operations to resolve client issues.
  • Escalate where appropriate and have the capability to priorities across the Bank support functions
  • Build relationships with senior relationship managers, sales business management and sales, work closely on client initiatives and/or to resolve client issues raised to front office
  • Client education and advisory

Problem solving and decision making:

  • Identify problems and their root cause and work with relevant team or influence clients to improve performance
  • Analyze situations and identify which may need 'upward escalation'
  • Consult others for help when unclear about way forward
  • Priorities problems/issues for resolution

Client focus:

  • Excellent client service skills with previous client experience
  • Measure success in terms of customer satisfaction
  • Ability to deal with client grievances by maintaining a relationship and gaining their trust and respect
  • Encourage an environment of identifying internal and external customer needs
  • Can negotiate win: win outcomes with clients

You will have:

  • Previous relevant experience in operations or strong client service background
  • Strong communications skills
  • Conflict management skills essential
  • Multi asset class knowledge
  • Clear, confident presentation skills
  • Ability to analyze MIS
  • Advanced knowledge of Microsoft Excel.
  • Intermediate knowledge of Microsoft PowerPoint
  • Excellent communication skills - written and verbal both inside & outside the organization